Workforce Manager (Fully Remote)

Workforce Forecasting and Capacity Planning:

• Own short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support casework.
• Develop interval-level staffing models using Erlang C and workload-based capacity methods.
• Partner with Finance, Recruiting, and Support leadership to create headcount plans and hiring timelines.

Scheduling and Workforce Optimization:

• Own workforce scheduling across distributed teams, aligning coverage with demand and service-level goals.
• Optimize shifts, breaks, PTO, and training while balancing operational needs and employee preferences.

Real-Time Workforce Management and Performance:

• Establish real-time monitoring of staffing, queue performance, service levels, and schedule adherence.
• Conduct intraday reforecasting and coordinate adjustments for demand fluctuations and disruptions.
• Develop escalation procedures and contingency plans for service-level risks and system outages.

Owner

Owner is an AI-native system that helps local business owners succeed, starting with restaurants. The team is in the low hundreds with top talent from companies like Shopify and DoorDash, and the culture is remote-first and global.